Abstract
The objectives of this study were: 1) to examine the quality of municipal services within an Israeli town; 2) to identify the most important service quality dimensions that determine citizen satisfaction; 3) ways to improve citizen satisfaction by using a system dynamics model. The questionnaires were distributed to 634 respondents in a local government with a population of about 16,000 citizens. Results indicate that: 1) the five dimensions of ServQual represent a valid instrument to measure municipal overall service quality (OSQ) in this Israeli municipality; 2) three service quality dimensions, namely reliability, empathy and responsiveness significantly predicted citizen satisfaction. The findings of this case study can be used as a guide to improve quality attributes and enhance citizens' satisfaction.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
